Transcription
Dell Tech DirectCurriculum
Section 1IntroductionInternal Use - Confidential2 of 20 Copyright 2020 Dell Inc.
Section 2Product PortfolioInternal Use - Confidential3 of 20 Copyright 2020 Dell Inc.
Dell Desktop PortfoliosOnly DesktopsInternal Use - Confidential4 of 20 Copyright 2020 Dell Inc.
Dell Notebook PortfoliosOnly LaptopsInternal Use - Confidential5 of 20 Copyright 2020 Dell Inc.
Other Dell ProductsChrome devicesInternal Use - ConfidentialTablets6 of 20 Copyright 2020 Dell Inc.
Naming Guidelines All Commercial products, such as Latitude, Optiplex, Precision, Vostro, Inspiron,and XPS must follow these naming guidelines ensuring that the products areconsistent, simple, and understandable. Products names should follow the same basic naming structure.Sub BrandLatitudeModel Number 5330Form Factor 5 5 3 0SeriesInternal Use - ConfidentialScreenSize7 of 20Gen Copyright 2020 Dell Inc.Intel (0)AMD (5)2-in-1
Machines you’ll see & differencesLatitude 3390 2-in-1Internal Use - ConfidentialLatitude 3379 2-in-18 of 20 Copyright 2020 Dell Inc.Latitude 3150 (loaner)
Vostro Notebooks Vostro notebooks are designed forbusiness use. They are budget friendlyand suitable for small organizationswith little or no IT staff. We won’t see Vostro notebooks.However, you’ll need to know thismodel.Internal Use - Confidential9 of 20 Copyright 2020 Dell Inc.
SummaryDell's product portfolio include: Desktops and all-in-ones 2-in-1 PCs Chrome Laptops TabletsInternal Use - Confidential10 of 20 Copyright 2020 Dell Inc.
Section 3Pre-Boot EnvironmentInternal Use - Confidential11 of 20 Copyright 2020 Dell Inc.
One-Time BootTo access System Setup/BIOS from One-Time boot menu, perform thesteps below: Restart the computer. When the Dell logo appears, tap the F12 key to access the One-Time boot menu. From the menu options select Enter Setup and press the Enter key.Internal Use - Confidential12 of 20 Copyright 2020 Dell Inc.
What One-time Boot will look like:Internal Use - Confidential13 of 20 Copyright 2020 Dell Inc.
Tablets We won’t use, but need to know.Internal Use - Confidential14 of 20 Copyright 2020 Dell Inc.
Accessing BIOS - Dell Venue Pro TabletsUsing the Buttons on the tablet Press the Power button on the tablet. Before the Dell Logo is displayed, press the Volume Down button to get intoSystem Setup.Internal Use - Confidential15 of 20 Copyright 2020 Dell Inc.
FastBoot on Dell Venue Tablets Fast boot is the Pre-Boot environment of Android that starts before Android. We won’t use, but need to know.Internal Use - Confidential16 of 20 Copyright 2020 Dell Inc.
Factory Data Reset on Dell Venue TabletsWhat does it do? Factory Data Reset will erase all personal data anddownloaded applications on the tablet.This action isnon-reversible.Internal Use - Confidential17 of 20 Copyright 2020 Dell Inc.
Section 4Diagnostics and IndicatorsInternal Use - Confidential18 of 20 Copyright 2020 Dell Inc.
Single LED Error CodesExample: When a system board failure has occurred you will see thefollowing:Blink 2 timesInternal Use - ConfidentialPauseBlink 6 timesLED FlashesFault DescriptionFaults(2, 6)Motherboard: ChipsetMotherboard/Chipset Error19 of 20 Copyright 2020 Dell Inc.
Enhanced Pre-Boot System Assessment (ePSA) What is it? ePSA is a diagnostic tool can be used as a troubleshootingtool when the system fails to boot into the OS. How does it work? When BIOS detects an abnormal condition on boot-up, it willdirectly runs the ePSA diagnosis in “Support Assist SystemScan Mode” which we call the Excalibur Mode.Internal Use - Confidential20 of 20 Copyright 2020 Dell Inc.
Enhanced Pre-Boot System Assessment (ePSA) It’ll look like this.Internal Use - Confidential21 of 20 Copyright 2020 Dell Inc.
Launching the ePSA diagnostics Press F12 to enter One-Time boot menu andthen select diagnostics (on a Dell systems). The following are also valid steps in launchingePSA diagnostics. Power up the system and press the F12 keymultiple times during the boot process to go tothe Boot menu. Use the up and down arrow keys to select Diagnostics on the menu and press theEnter key.Internal Use - Confidential22 of 20 Copyright 2020 Dell Inc.
SupportAssist for PCs Five types of Dell Service Plans Each type has different capabilitiesDell Services PlansBasicInternal Use - ConfidentialPremiumSupportProSupport23 of 20 Copyright 2020 Dell Inc.ProSupport PlusPremiumSupport Plus
SupportAssist for PCs: Plan examplesEntire list is on the link 0074/introduction.htmInternal Use - Confidential24 of 20 Copyright 2020 Dell Inc.
Depending on your Dell Service plan, SupportAssistcan do things like: Automate and facilitate your engagement with Dell Technical Support.Internal Use - Confidential25 of 20 Copyright 2020 Dell Inc.
PC Doctor The PC Doctor USB solution isdesigned to assist carry-in servicetechnicians with diagnosing customersystems and taking necessary andrelevant actions by replacing parts tofix issues.Internal Use - Confidential26 of 20 Copyright 2020 Dell Inc.
The PC Doctor USB solution performs the followingTHREE actions: DOS test: Runs the diagnostics in DOS mode to identify hardware failure. Windows test (interactive): Runs the diagnostics in Windows mode to identifyhardware failure and is interactive. Individual diagnostics: Runs the diagnostics on a specific part.Internal Use - Confidential27 of 20 Copyright 2020 Dell Inc.
Section 5TroubleshootingInternal Use - Confidential28 of 20 Copyright 2020 Dell Inc.
Memory The easiest way to verify thefunctionality of system board: Reseat (remove) the memorymodules (DIMM) and recheck for amemory error. If there are no errorsidentified and the system is workingdo not replace the memory.Internal Use - Confidential29 of 20 Copyright 2020 Dell Inc.
Tools for Memory DiagnosticsMemRx: MemRx will identify and mask defective blocks of the memory provided the failuresare contained within 50,4 bytes, without any user intervention.Internal Use - Confidential30 of 20 Copyright 2020 Dell Inc.
The Key features of the MemRx tool are: MemRx is a tool that can successfully repair and ignore defective memory areasby masking the address from system usage. It requires a UEFI version of ePSA to run; this information is displayed at the lowerright-hand corner of the ePSA diagnostics. The technology is similar to Hard Drive repair utilities (CHKDSK or Scandisk). It is independent of DIMM isolation, which means that the tool cannot identifywhich DIMM is failing on its own.Internal Use - Confidential31 of 20 Copyright 2020 Dell Inc.
32 GB DIMMs are only supported on systems usingXeon W Series CPUsInternal Use - Confidential32 of 20 Copyright 2020 Dell Inc.
Hard Drive:Procedure to run ePSA We won’t use, but need to knowInternal Use - Confidential33 of 20 Copyright 2020 Dell Inc.
Hard Drive:Procedure to run ePSA Turn on the system. At the Dell splash screen tap continuously on F12 key until the one-time bootmenu appears. Using the down arrow key navigate to the Diagnostics option and press Enter key, to start ePSA. At about 15 seconds after starting the ePSA user will hear a beep and a questionwill appear on the system screen, if colors are displayed properly. Press Y keyfor yes and to continue the ePSA. A HDD test will start and run in parallel. When the memory quick test finishes theHDD self-test results are displayed.Internal Use - Confidential34 of 20 Copyright 2020 Dell Inc.
If the hard drive has passed ePSA and the system isnot booting, likely problem is a corrupt or missingoperating system.Internal Use - Confidential35 of 20 Copyright 2020 Dell Inc.
Raid issues There are four types of issues: Predictive Drive Failure Double Fault Foreign Configuration Foreign DiskInternal Use - Confidential36 of 20 Copyright 2020 Dell Inc.
Predictive Drive Failure A drive that is still online, but based on an internal data error rate algorithm, andhas been predicted to fail imminently. Data errors that are propagated to a drivewill be reported as media errors on the drive.Internal Use - Confidential37 of 20 Copyright 2020 Dell Inc.
Double Fault When one or more drives in a RAID array contain data errors, and another drive inthe array is no longer an active member of the array due to drive failure, foreignconfiguration, drive removal, or any other reason, this creates a condition knownas a "Double Fault". A double fault condition results in the immediate data loss ofany information in the impacted stripes.Internal Use - Confidential38 of 20 Copyright 2020 Dell Inc.
Foreign Configuration Foreign configuration occurs when you replace a failed PERC card. You need tomake sure of successful recovery of existing storage arrays and that theconfiguration is being rebuilt.Internal Use - Confidential39 of 20 Copyright 2020 Dell Inc.
Foreign Disks The foreign disks state happens when there are new virtual drives withpreserved cache.Internal Use - Confidential40 of 20 Copyright 2020 Dell Inc.
Overheating/Shutdowns Overheating and intermittent shutdown may be caused when debris ordust clog the fan exhaust port. This isespecially notices on systemsoperating in a dusty environment. HeatsinkInternal Use - Confidential41 of 20 Copyright 2020 Dell Inc.
Overheating/Shutdowns If the system's thermal solution (heatsink) is disassembled, ensure that allthermal interface material is in place: Between CPU and heat sink, ensurethermal grease or a thermal pad isin place. Between the heat sink and thegraphic PROCESSOR unit (GPU) Portables only, ensure colored padsare in place.Internal Use - Confidential42 of 20 Copyright 2020 Dell Inc.
What is Thermal grease?A substance used to manage betterheat conduction between two surfacessuch as Processor & Heatsink.Internal Use - Confidential43 of 20 Copyright 2020 Dell Inc.
POWER SUPPLY UNITS power supply unit PSU built in self-test BISTInternal Use - Confidential44 of 20 Copyright 2020 Dell Inc.
PSU BISTMost mainstream systems now includea power supply with the built-in self-test(BIST) feature that drives newtroubleshooting steps. Press and holdthe test button to run the BIST.Internal Use - Confidential45 of 20 Copyright 2020 Dell Inc.
New PSU BIST for standalone PSUIsolation three steps for Desktop PSU Ensure to disconnect the AC power cord from the PSU before starting thePSU BIST. To start the PSU BIST: Plug in the AC power cord & note the LED lights status. To restart the PSU BIST: Disconnect the AC power cord for 15 seconds (PSU BISTreset time), and then plug-in the AC power cord.Internal Use - Confidential46 of 20 Copyright 2020 Dell Inc.
Results of testLED StateDescriptionON for 3 seconds and OFFPSU is functioning. The systemboard, component or its cablethat were attached to the PSUare shorted.OFFPSU is faulty.Internal Use - Confidential47 of 20 Copyright 2020 Dell Inc.
Changing the BIOS options SATA Operations – AHCI (RAID ONif system has a RAID CARD or ifRAID is configured on the system) Boot Mode – Legacy Secure Boot – Disabled Boot Sequence – Set the Hard Drive(with the Operating System installed)as the First Boot DeviceInternal Use - Confidential48 of 20 Copyright 2020 Dell Inc.
Changing the BIOS options SATA Operations – AHCI (RAID ON ifsystem has a RAID CARD or if RAIDis configured on the system) Boot Mode – UEFI Secure Boot – Enabled (Change it toDisabled if it does not boot) Legacy ROM – Enabled Boot Sequence – Set the Hard Drive(with the Operating System installed)as the First Boot DeviceInternal Use - Confidential49 of 20 Copyright 2020 Dell Inc.
Changing the BIOS options SATA Operations – AHCI (RAID ONif system has a RAID CARD or ifRAID is configured on the system) Boot Mode – UEFI Secure Boot – Enabled Legacy ROM – Disabled Boot Sequence – Set the Hard Drive(with the Operating System installed)as the First Boot DeviceInternal Use - Confidential50 of 20 Copyright 2020 Dell Inc.
LCD/Display BIST tests the LCDInternal Use - Confidential51 of 20 Copyright 2020 Dell Inc.
If the LCD has passed the BIST, but there is still a “no video”problem. Components need to be checked in a certain order. LCD cableInternal Use - Confidential52 of 20 Copyright 2020 Dell Inc.
If the LCD has passed the BIST, but there is still a “no video”problem. Components need to be checked in a certain order. LCD cable Inverter boardInternal Use - Confidential53 of 20 Copyright 2020 Dell Inc.
If the LCD has passed the BIST, but there is still a “no video”problem. Components need to be checked in a certain order. LCD cable inverter board system boardInternal Use - Confidential54 of 20 Copyright 2020 Dell Inc.
What and when is an RTC Reset needed The Real Time Clock (RTC) reset function allows you or the service technicianto recover Dell XPS, Latitude and Precision systems from No POST/NoBoot situations.Internal Use - Confidential55 of 20 Copyright 2020 Dell Inc.
How to initiate RTC reset You can initiate the RTC reset on the system from a power off state andis connected to AC power. Press and hold the power button for twenty-five(25) seconds. The system RTC Reset occurs after you release the power button.Internal Use - Confidential56 of 20 Copyright 2020 Dell Inc.
RTC Reset will not affect these items Service Tag HDD Password Asset Tag Key Databases Ownership Tag System Logs System Password Asset TagInternal Use - Confidential57 of 20 Copyright 2020 Dell Inc.
What Is Latitude Self-Heal? Latitude Self-Heal is an option thathelps recover a Latitude systemfrom a No Post, No Power, NoVideo situation.Internal Use - Confidential58 of 20 Latitude Self-Heal clears the CMOSon the motherboard and rewrites theBIOS to original factory defaults. Afterclearing the CMOS, Latitude Self-Healwill reset hardware settings back tofactory defaults. Copyright 2020 Dell Inc.
How to Perform Latitude Self-HealRemove the AC adapterand primary battery.Internal Use - ConfidentialUnplug the coin-cell(CMOS) battery from themotherboard.59 of 20 Copyright 2020 Dell Inc.Release the flea power.Ensure the coin-cellbattery and the primarybattery are not pluggedinto the system.
How to Perform Latitude Self-HealConnect the primarybattery and AC adapter.Internal Use - ConfidentialPlug the coin-cell (CMOS)battery back into themotherboard.60 of 20 Copyright 2020 Dell Inc.Plug in the AC adapterand power on themachine.
Note: The system will start automatically with a blank screen for a while and will shutdown automatically. This will happen twice (watch for the LED lights). The above behavior may take 5-6 minutes maximum. Remove the AC adapter and proceed to step 5.Internal Use - Confidential61 of 20 Copyright 2020 Dell Inc.
Note: Launching latitude Self-Heal recoveryBefore:When:Upon: It is recommended toperform Latitude SelfHeal before replacingthe system board. The system will startautomatically with ablank screen for a whileand will shut downautomatically. This willhappen twice (watch forthe LED lights). The system will poweron with the Dell logo.Internal Use - Confidential62 of 20 Copyright 2020 Dell Inc. Set the correct dateand time. Update the latest BIOS.
BIOS Recovery 2 (br2) BR2 is a Boot Block technology software designed to recover a corrupted BIOSPossibility of solving No Post and No Boot related issue. The key feature is to provide flexibility to initiate the BR2 process from:– System's primary hard drive– External USB keyInternal Use - Confidential63 of 20 Copyright 2020 Dell Inc.
Trigger Method br2 From Desktop & AIO:– Turn on the PC.– Immediately hold down on "CtrlEsc" Key until the BIOS Recoverypage appear.Internal Use - Confidential64 of 20 Copyright 2020 Dell Inc.
Convertible and Detachable Platform:Convertible and detachable platform supports both Key sequence and Buttonsequence where touch is the primary input and the physical keyboard is part of thestandard hardware configuration.Key Sequence TriggerButton Sequence Trigger Hold down "CTRL Esc" key Hold down "Volume Down" Button Plug in AC Adapter Plug in AC Adapter Release the "CTRL Esc" key Release the "Volume Down" ButtonInternal Use - Confidential65 of 20 Copyright 2020 Dell Inc.
BIOS Recovery 2 does not support recovery from: Encrypted Hard Disk Drive When Hard Disk Drive password's setInternal Use - Confidential66 of 20 Copyright 2020 Dell Inc.
BR2 does not support trigger via Touch Panel Notebook platform uses built-in keyboard only as trigger method. Desktop, AIO and pAlO platform uses external keyboard (BluetoothKeyboard only works if BIOS has POST support for platform specificBluetooth Keyboard). Tablet platform uses buttons as trigger method. Convertible and Detachable platform supports trigger from bothexternal keyboard or buttons.Internal Use - Confidential67 of 20 Copyright 2020 Dell Inc.
BR2 Image default search locationNo USBUSB key is insertedboth external andprimary HDD When no USB key isplugged into the system,BIOS Recovery will beattempted from theHDD. If a USB key is insertedthen by default, externalUSB key 's the firstsearch location. In the situation whereimages present in bothexternal and primaryHDD, the recoveryimage from theexternal USB keywill be executed.Internal Use - Confidential68 of 20 Copyright 2020 Dell Inc.
Maintain current BIOS settings If user wants to preserve the currentBIOS settings, set the "ResetNVRAM" option to "Disabled" beforestarting the recovery process.Internal Use - Confidential69 of 20 Copyright 2020 Dell Inc.
Disabling BIOS Recovery 2 from Hard DriveCan be disabled in BIOSInternal Use - Confidential70 of 20 Copyright 2020 Dell Inc.
BIOS Auto-Recovery BIOS Auto-Recovery is an automaticrecovery process occurred if BIOSimage integrity is failed whilebooting, provided the BIOS AutoRecovery feature from hard drive isenabled in BIOS. Can be disabled or enabled in BIOS.Internal Use - Confidential71 of 20 Copyright 2020 Dell Inc.
enable BIOS Auto-Recovery Click Maintenance under BIOS settings.Internal Use - Confidential72 of 20 Copyright 2020 Dell Inc.
enable BIOS Auto-Recovery Select BIOS Recovery.Internal Use - Confidential73 of 20 Copyright 2020 Dell Inc.
enable BIOS Auto-Recovery Check BIOS Auto Recovery.Internal Use - Confidential74 of 20 Copyright 2020 Dell Inc.
enable BIOS Auto-Recovery Click Apply.Internal Use - Confidential75 of 20 Copyright 2020 Dell Inc.
enable BIOS Auto-Recovery Click Exit (if you don’t click exit, settings won’t be applied).Internal Use - Confidential76 of 20 Copyright 2020 Dell Inc.
Onsite Troubleshooting FlowDO NOT Replace the suspected failed part immediately.Reseat parts and cables.Re-run diagnostic sequences with removal ofindividual parts to isolate issue.Capture the fault exhibited by running diagnosticsindicators, check for error codes and check BIOS settings.Internal Use - Confidential77 of 20 Copyright 2020 Dell Inc.
Section 6Common Industry StandardsInternal Use - Confidential78 of 20 Copyright 2020 Dell Inc.
Memory Modules There are five different types ofmemory modules:– DDR– DDR2– DDR3 Memory– DDR3L Memory– DDR4 MemoryInternal Use - Confidential79 of 20 Copyright 2020 Dell Inc.
Double Data Rate (DDR) Double Data Rate (DDR) is a type of memory where data is transferred on boththe rising and falling edges of the clock signal.Internal Use - Confidential80 of 20 Copyright 2020 Dell Inc.
DDR2 DDR2 memory, double pumps the data bus. DDR2 allows higher bus speedand requires lower power by running the internal clock at half the speed of thedata bus.Internal Use - Confidential81 of 20 Copyright 2020 Dell Inc.
DDR3 DDR3 continues the evolution in memory technology and providesseveral improvements to the existing DDR2 architecture. The primarybenefit is an increase of the I/O bus to operate at four times the speed ofthe memory cell it contains. DDR3 also allows for chip capacities from512MB to 8GB.Internal Use - Confidential82 of 20 Copyright 2020 Dell Inc.
DDR3L The "3L" in DDR3L stands for low-voltage.JEDEC introduced two low-voltagestandards. The DDR3L standard is 1.35Vand has the label ''PC3L'' for its modules.Internal Use - Confidential83 of 20 Copyright 2020 Dell Inc.
DDR4 The DDR4 SDRAM device is an evolutionary device that improves upon the DDR3SDRAM generation in terms of capacity, performance scalability, and powerefficiency, as well as system-level reliability, availability, and serviceability.Internal Use - Confidential84 of 20 Copyright 2020 Dell Inc.
Display Some of the most popular display technologies are: Cathode ray tube display (CRT) Liquid crystal display (LCD) High-Performance Addressingdisplay (HPA) Light-emitting diode display (LED) Electroluminescent display (ELD) Thin-film transistor display (TFT) Organic light-emitting diode display(OLED) Plasma display panel (PDP)Internal Use - Confidential85 of 20 Copyright 2020 Dell Inc.
2.5" SSD SATA There are four advantages of SSDs when compared to traditional HDD:Internal Use - Confidential86 of 20 Copyright 2020 Dell Inc.
2.5" SSD SATA There are four advantages of SSDs when compared to traditional HDD:– Silent operationInternal Use - Confidential87 of 20 Copyright 2020 Dell Inc.
2.5" SSD SATA There are four advantages of SSDs when compared to traditional HDD:– Silent operation– Lower latencyInternal Use - Confidential88 of 20 Copyright 2020 Dell Inc.
2.5" SSD SATA There are four advantages of SSDs when compared to traditional HDD:– Silent operation– Lower latency– Faster data read/write speedsInternal Use - Confidential89 of 20 Copyright 2020 Dell Inc.
2.5" SSD SATA There are four advantages of SSDs when compared to traditional HDD:– Silent operation– Lower latency– Faster data read/write speeds– Less prone to physical failuresInternal Use - Confidential90 of 20 Copyright 2020 Dell Inc.
NVMe M.2 SSD NVMe is an acronym for Non-Volatile Memory express (data transfer protocolsimilar to SATA, AHCI, IDE, or PCIe), and M.2M.2 isis aa formform factorfactor specificationsupporting interfaces such as SATA, AHCI, PCIe.Internal Use - Confidential91 of 20 Copyright 2020 Dell Inc.
Optane Memory Intel Optane memory is a systemacceleration solution for new 7th GenIntel Core-I processor & Chipsetplatforms. This solution utilizes theIntel Optane technology, based on3D XPoint memory media, alongwith the Intel Rapid StorageTechnology (Intel RST) driver.Internal Use - Confidential92 of 20 It pairs memory and storage into onevirtual drive visible to the OS. It is a system acceleration solution fornew 7th Gen Intel Core-I processor &Chipset platforms. Copyright 2020 Dell Inc.
Types of Graphics Cards Integrated graphics card Discrete graphics cardInternal Use - Confidential93 of 20 Copyright 2020 Dell Inc.
integrated graphics card An integrated graphics card is bound to the motherboard and shares RAM with theCPU, reducing the total amount of RAM available.Internal Use - Confidential94 of 20 Copyright 2020 Dell Inc.
discrete graphics card A discrete graphics card has a dedicated processing unit called a GraphicsProcessor Unit (GPU) and RAM. Discrete Graphics cards connect to the motherboard of a computer system using aslot, typically an Accelerated Graphics Port (AGP) or a Peripheral ComponentInterconnect Express (PCIe) connection.Internal Use - Confidential95 of 20 Copyright 2020 Dell Inc.
wireless local area network (WLAN) A wireless local area network (WLAN) is a wireless computer network that links twoor more devices using a wireless distribution method (often spread-spectrum orOFDM radio) within a limited area such as a home, school, computer laboratory, oroffice building. This gives users the ability to move around within a local coveragearea and yet still be connected to the network.Internal Use - Confidential96 of 20 Copyright 2020 Dell Inc.
Section 7Need to knowInternal Use - Confidential97 of 20 Copyright 2020 Dell Inc.
Service Tag Location The Service Tag andExpress Service Code forthe Dell Latitude areat the bottom base ofthe computer.Internal Use - Confidential98 of 20 Copyright 2020 Dell Inc.
Service Tag Technicians will need to ensure that the Service Tag is correctly entered,after replacing the system board.Internal Use - Confidential99 of 20 Copyright 2020 Dell Inc.
Repackaging: Parts Unpacking All parts must be handled by lifting and holding from the edges orsides. Avoid touching the surface or bottom of the parts. Place the box on a secure surface and break the tamper proof sealwith a safe tool. Carefully open the package top or lid. Do not break the tamper proof seal on the ESD bag unless youintend to install the part immediately. If the part contained in the box was secured properly without visibledamage, continue with next steps. If the part has visible damage, do not use the part. Contact Delltechnical support to dispatch another part. Return the part with adescription of the damage.Internal Use - Confidential100 of 20 Copyright 2020 Dell Inc.
Repackaging: Printed Circuit Board Assembly (PCBA) Repackage parts that are returned to Dell in the same manner inwhich they were received. Carefully insert the board into the ESD bag, ensuring components arenot pulled or knocked off. Fold the top part of the ESD bag and re-tape it. Pack the board into the foam inserts of a Dell-approved box, with thebottom of the board down and the surface of the board up. Verify thatthe PPID sticker is placed on top. Place the covering foam over the unit. Close the box top and insert thelid tabs into the slots on the left and right edges. Place any extra parts between the upper covering foam insert and thebox lid. Only small service kit parts, such as cables, inverters, andconverts are allowed. Use a plastic bag if available. Ensure that ESD methods are applied when handling PCBAs, sincethey are susceptible to handling damage.Internal Use - Confidential101 of 20 Copyright 2020 Dell Inc.
PCB handling During disassembly andrepackaging, technicians arereminded to practice caution whenhandling the system boards. Avoidtouching the surface or bottom ofthe PCB. Instead, handle the partby lifting and holding it from theedges or sides.Internal Use - Confidential102 of 20 Copyright 2020 Dell Inc.
Repackaging Processor (CPU) To prevent CPU pings from being bentor any damage to the system board,which has to be returned to Dell,technicians must ensure that:Internal Use - Confidential103 of 20 Copyright 2020 Dell Inc.
Repackaging Processor (CPU) Parts that are returned to Dell shouldbe repackaged in the same manner inwhich they were received.Electrostatic bags (ESD bags), socketcovers, and LCD protective materialssuch as the Mylar screen covers areexamples. Also, some system boardsare shipped with daughter board toavoid transit damage back to Dell. Every dispatched system board has ZIFsocket T cover installed to protect thepins on the system board when shippedfor repair.Internal Use - Confidential104 of 20 Copyright 2020 Dell Inc.
Windows 8.1 / 10 Digital Product Key (DPK) Handling On a Windows 10 system, afterreplacing the system board, the FieldService Technicians Enter the 5 x 5Digital Product Key and hand over theDigital Product Key (DPK) Card tothe customer. It looks like this: PRODUCT KEY:XXXXX-XXXXX-XXXXX-XXXXXXXXXX.5 numbers of 5 sectionsInternal Use - Confidential105 of 20 Copyright 2020 Dell Inc.
Intel Processor Handling and Installation: ProcessorInstallation Occasional orange discoloration ofpackage lands due to oxidation has beenassessed and confirmed to have noimpact on electrical performance,quality, or reliability.Internal Use - Confidential106 of 20 Copyright 2020 Dell Inc.
Bluetooth (BT) Disabled option in service Menu ofmanufacturing mod (SMMM) When replacing systemboard, you will notice anew BT Disabled optionin Service Menu ofManufacturing Mode(SMMM) along withother managementmodes.Internal Use - Confidential If BT Disabled label ispresent inside thebottom door or chassis.you select the BTDisabled setting inservice Menu ofmanufacturing mode.107 of 20 Copyright 2020 Dell Inc.
System Board Jumper When the systemboardjumper is asSERVICE MODE state,the values in BIOS cannotbe saved and shows asmanufacturing mode.Internal Use - Confidential108 of 20 Copyright 2020 Dell Inc.
RMA Shim The Dell Chromebook 3380 utilizesa unique service tool known asRMA Shim.Internal Use - Confidential109 of 20 RMA shim tool on a Chromebookwould need to be ran In the event ofsystem board replacement. Copyright 2020 Dell Inc.
RMA Shim The Dell Chromebook 3380 utilizesa unique service tool known asRMA Shim.Internal Use - Confidential110 of 20 After replacing the system board on aChromebook, you will need to executeRMA Shim to set VPD information andinstall the chrome OS. Copyright 2020 Dell Inc.
Using Dell Command UpdateDell command utility update will checkonline for the latest BIOS, driver,firmware, and dell application updatesfor a system and also helps todownload and install the updates.Internal Use - Confidential111 of 20 Copyright 2020 Dell Inc.
Section 8DisassemblyInternal Use - Confidential112 of 20 Copyright 2020 Dell Inc.
Good luck on yourFinal Exam!Internal Use - Confidential113 of 20 Copyright 2020 Dell Inc.
At the Dell splash screen tap continuously on F12 key until the one-time boot menu appears. Using the down arrow key navigate to the Diagnostics option and press Enter
